IT Support
National Parcel Stations Network Co., Saudi Arabia

As an IT Support staff member in our Information Technology department, you will play a crucial role in providing technical support and assistance to end-users within our organization. You will be responsible for addressing and resolving IT-related issues, responding to inquiries, and ensuring a high level of customer satisfaction. The ideal candidate should have excellent communication skills, a strong technical aptitude, and a commitment to delivering quality IT support services.

Responsibilities:

• Provide timely and effective support to end-users on a variety of IT issues, including hardware, software, network, and connectivity problems.
• Respond to support tickets, emails, and phone calls, ensuring a prompt and satisfactory resolution.
• Diagnose and troubleshoot technical issues reported by end-users, ensuring accurate problem identification and resolution.
• Escalate complex issues to higher-level support teams when necessary.
• Maintain accurate records of support requests, resolutions, and user interactions. Contribute to the development and enhancement of knowledge base articles.
• Assist with the configuration and installation of hardware and software, ensuring compatibility and adherence to organizational standards.
• Provide essential support in system integration tasks, leveraging overall IT knowledge to assist in the seamless integration of systems, troubleshoot integration-related issues, and collaborate with the IT team to maintain optimal system functionality.
• Provide basic training to end-users on the use of hardware, software, and other IT resources.
• Promote and enforce IT security best practices. Educate end-users on security awareness and potential risks.
• Collaborate with other IT team members to resolve complex issues and contribute to ongoing IT projects.
• Coordinate with vendors and external support services as needed.
• Provide remote assistance to users working off-site. Utilize remote support tools to troubleshoot and resolve issues.
• Assist in maintaining an accurate inventory of IT assets, including computers, peripherals, and software licenses.
• Ensure a high level of customer satisfaction by delivering responsive and effective support services. Gather feedback and continuously seek opportunities for improvement.

Requirements

• Bachelor's degree in computer science or related field preferred.
• Proven knowledge in a helpdesk or technical support role.
• Strong understanding of IT concepts, hardware, software, and networking.
• Customer-focused with a commitment to delivering high-quality support services.
• Ability to prioritize and manage multiple tasks related to the IT Department in a fast-paced environment.
• Technical certifications (CCNA, ITIL, and Microsoft Certified Professional) are a plus.

Key Skills amp; Core Competencies

• Excellent verbal and written communication skills to effectively communicate with end-users and team members.
• A customer-centric approach with the ability to provide friendly, patient, and empathetic customer service.
• Strong problem-solving skills to address users’ technical issues quickly and efficiently.
• Patience and composure when dealing with users who may be frustrated or unfamiliar with technical terms.
• Ability to adapt to changing technologies, processes, and priorities in a fast-paced environment.
• Willingness to collaborate with other team members and escalate issues when necessary.
• Effective time management skills to prioritize and manage multiple support requests simultaneously.
• Commitment to continuous learning and staying updated on new technologies and support methodologies.
• Attention to detail to accurately document issues, resolutions, and user information.

Job Rewards and Benefits